Customer Service Charter

The Student Experience Directorate (SED) is committed to supporting our students’ journeys from pre-enrolment through to post-graduation.

Primary page content

Our ambition is to work collaboratively with students, staff, customers and partners committing to improving and providing the best student experience for all our students.

SED leads on the development and provision of outstanding student-facing services at Goldsmiths and is made up of six areas:

  • Careers
  • Library Services
  • Student Administration
  • Student Engagement
  • Student Recruitment
  • Student Support Services

The Customer Service Excellence (CSE) standard is an independent accreditation that looks at service delivery, timeliness, information, professionalism and staff attitude, offering a framework for continuous improvement and skills development in these areas.

For more information please visit: customerserviceexcellence.uk.com

In March 2019 SED was awarded CSE as a directorate. Achieving this standard demonstrates that we offer efficient, effective, excellent and equitable services with the customer at the heart of everything we do.

Our Values

  • Committing to inclusivity for everyone and striving to meet the needs of individuals
  • Being ambitious in our delivery by setting high standards and putting our students and staff at the fore front of our approach
  • Providing professional services where staff are knowledgeable, respectful, supportive and ethical
  • Offering an excellent experience by continually innovating and improving our services
  • Working collaboratively to provide effective and responsive services

Our Commitments

Relationships and communication

  • To be friendly, approachable and willing to help those who use our services
  • To provide a welcoming environment through our attitudes and our spaces
  • To communicate with all students, staff and members of our community in a timely and jargon free way

Information and Knowledge

  • To provide clear information and guidance about requirements, deadlines and expectations around our services
  • To ensure our policies and procedures are robust and effective in maintaining standards and enhancing the student experience
  • To provide training and development to all staff across the Student Experience Directorate so they are confident and able to deliver a responsive service

Professional and Respectful

  • To treat your data with respect by ensuring all our staff have a clear knowledge of Data Protection
  • To offer expert, comprehensive and professional answers to enquiries from students, staff and the community

Solution-orientated

  • To be well-informed about our programs, policies, departments, facilities and campus so those who use our services can rely on us to work collaboratively to find the best solutions for you
  • To listen and understand your needs and provide the most appropriate information or resources to find a resolution

Continuous improvement and feedback

  • To proactively seek feedback and make improvements to our services and products
  • To work closely with the Goldsmiths community and the Student’s Union when reviewing and developing our services

Our standards (by service)

Careers Services

August 2019 – February 2020

Customer Service StandardPerformance for August 2019 – February 2020Measuring our performance
We will maintain our advertised opening and contactable hours 100% of the time in The SPACE We were open 100% of our advertised opening hours We monitor The SPACE and main phone number for this standard
Our websites and online services (CareerSPACE) will be available 24/7 100% of the time (excepting periods of advertised maintenance) Our websites and online services were available 100% of the time We monitor gold.ac.uk/careers and CareerSPACE for this standard
We will acknowledge and respond to all written enquiries and feedback to careers@gold.ac.uk within 3 working days 94% of email enquiries were responded to within 3 days Usual working days are Monday – Friday, 9am -5pm. We monitor sample weeks*
80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues 93% of face to face enquiries were resolved at the first point of contact We monitor service points at The SPACE on sample weeks
A minimum satisfaction rate of 95% for all one to one appointments 98% satisfaction rate  
A minimum satisfaction rate of 95% for helping students decide on their next step

99% of students who attended a one to one appointment said it helped them decide what next step to take

 

* Sample week: 24 February – 1 March

2018-19

Customer Service StandardPerformance for August 2019 – February 2020Measuring our performance
We will maintain our advertised opening and contactable hours 100% of the time in The SPACE Not measured in 2018/2019 We monitor The SPACE and main phone number for this standard
Our websites and online services (CareerSPACE) will be available 24/7 100% of the time (excepting periods of advertised maintenance) Not measured in 2018/2019 We monitor gold.ac.uk/careers and CareerSPACE for this standard
We will acknowledge and respond to all written enquiries and feedback to careers@gold.ac.uk within 3 working days Not measured in 2018/2019 Usual working days are Monday – Friday, 9am -5pm. We monitor sample weeks
80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues Not measured in 2018/2019 We monitor service points at The SPACE on sample weeks
A minimum satisfaction rate of 95% for all one to one appointments 96% satisfaction rate  
A minimum satisfaction rate of 95% for helping students decide on their next step

96% of students who attended a one to one appointment said it helped them decide what next step to take

 

 

2017-18

Customer Service StandardPerformance for 2017/2018 academic yearMeasuring our performance
We will maintain our advertised opening and contactable hours 100% of the time in The SPACE We were open 100% of our advertised opening hours We monitor The SPACE and main phone number for this standard
Our websites and online services (CareerSPACE) will be available 24/7 100% of the time (excepting periods of advertised maintenance) Our websites and online services were available 100% of the time We monitor gold.ac.uk/careers and CareerSPACE for this standard
We will acknowledge and respond to all written enquiries and feedback to careers@gold.ac.uk within 3 working days 100% of email enquiries were responded to within 3 days (as per sample audit)

Usual working days are Monday – Friday, 9am -5pm. We monitor sample weeks.

80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues Not measured in 2017/2018
 
A minimum satisfaction rate of 95% for all one to one appointments 99.6% satisfaction rate  
A minimum satisfaction rate of 95% for helping students decide on their next step 97% of students who attended a one to one appointment said it helped them decide what next step to take  

 

Library Services

August 2019 – February 2020

Customer Service StandardPerformance for August 2019 – February 2020Measuring our performance
We will maintain our advertised opening and contactable hours 100% of the time at our helpdesks and our offices We were open 100% of our advertised opening hours We monitor our main library helpdesk and main phone number
Our websites and online services (Library Website and Library Search) will be available 24/7 100% of the time (excepting periods of advertised maintenance) Our websites and online services were available 100% of the time We monitor gold.ac.uk/library and Library Search
We will acknowledge and respond to all written enquiries and feedback to library@gold.ac.uk within 3 working days 100% of email enquiries were responded to within 3 days Usual working days are Monday – Sunday. We monitor sample weeks*

80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues 90% of face to face enquiries were resolved at the first point of contact We monitor service points at our main library helpdesk, SCA and CHG. We monitor sample weeks*
100% of all print material will be re-shelved within 24 hours of being returned 91% of returned items were shelved within 24 hours

 

We will make a decision on your membership application and inform you of the outcome or next steps within 3 days 100% of the time 100% of membership applications were completed or followed up on within 3 days Usual working days are Mon–Sun. We monitor sample weeks*
We will answer 85% of Live Chats during our advertised opening hours 89% of live chats were answered

Some chats are unanswered as people disconnect from the service

Wait times on our Live Chat service will be under 1 minute during our advertised opening hours 28 seconds was the average time it took for us to answer a live chat

 

Self-service loan and return services will be available 100% of the time Our self-service machines were available 100% of time

 

90% of feedback received from people attending academic skills sessions will agree that they are good or very good (rating 4 or 5) 96% of the feedback we received from people attending our academic skills sessions rated them as good or very good

 

We will respond to broken link reports with a working link within 1 working day 90% of the time We responded to 95% of broken links reports with a working link within 1 working day Usual working days are Mon–Fri
We will process 100% of interlibrary loan requests within 3 working days of receiving the request We processed 99% of our interlibrary loan requests within 3 working days Usual working days are Mon–Fri

* Sample week 24 February – 1 March

January - July 2019

Customer Service StandardPerformance for January - July 2019Measuring our performance
We will maintain our advertised opening and contactable hours 100% of the time at our helpdesks and our offices We were open 100% of our advertised opening hours We monitor our main library helpdesk and phone number
Our websites and online services (Library Website and Library Search) will be available 24/7 100% of the time (excepting periods of advertised maintenance) Our websites and online services were available 100% of the time We monitor gold.ac.uk/library and Library Search
We will acknowledge and respond to all written enquiries and feedback to library@gold.ac.uk within 3 working days 100% of email enquiries were responded to within 3 days Usual working days are Monday – Sunday. We monitor sample weeks*
80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues 86.3% of face to face enquiries were resolved at the first point of contact We monitor service points at our main library helpdesk, SCA and CHG on sample weeks*
100% of all print material will be re-shelved within 24 hours of being returned 98.5% of returned items were shelved within 24 hours

 

We will make a decision on your membership application and inform you of the outcome or next steps within 3 days 100% of the time 100% of membership applications were completed or followed up on within 3 days Usual working days are Mon–Sun. We monitor sample weeks*
We will answer 85% of Live Chats during our advertised opening hours 90.4% of live chats were answered

Some chats are unanswered as people disconnect from the service

Wait times on our Live Chat service will be under 1 minute during our advertised opening hours 20 seconds was the average time it took for us to answer a live chat

 

Self-service loan and return services will be available 100% of the time Our self-service machines were available 99.8% of time

 

90% of feedback received from people attending academic skills sessions will agree that they are good or very good (rating 4 or 5) 96.2% of the feedback we received from people attending our academic skills sessions rated them as good or very good

 

We will respond to broken link reports with a working link within 1 working day 90% of the time We responded to 94.8% of broken links reports with a working link within 1 working day Usual working days are Mon–Fri
We will process 100% of interlibrary loan requests within 3 working days of receiving the request We processed 98.6% of our interlibrary loan requests within 3 working days Usual working days are Mon–Fri

* Sample Weeks Wed 20 Feb – Tue 26 Feb and Mon 20 May – Sun 26 May 2019

Student Administration

February 2020

Customer Service StandardPerformance for February 2020Measuring our performance
We will maintain our advertised opening and contactable hours 100% of the time at our helpdesks and our offices We were open 100% of our advertised opening hours We monitor our main Assessments, Enrolments and Records and Fees telephones for this standard on sample weeks*. Usual working days are Monday – Friday, 9am - 5pm.
Our websites and online services will be available 24/7 100% of the time (except in periods of advertised maintenance) Our websites and online services were available 100% of the time We monitor webpages about the Quality Office, Fees and Funding, Assessments and Exams, and Taking an Absence, Changing or Withdrawing for this standard.
We will acknowledge and respond to all written enquiries and feedback to fees@gold.ac.uk, assessments@gold.ac.uk, studentrecords@gold.ac.uk and registrysystems@gold.ac.uk within 3 working days 91% of email enquiries were responded to within 3 days Usual working days are Monday – Friday, 9am - 5pm. We monitor sample weeks*

80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues 88% of face to face enquiries were resolved at the first point of contact The Student Centre team monitor query types at the Student Centre counter. We monitor sample weeks*
We will respond to all Higher Education Degree Datacheck (HEDD ) enquiries within 5 -10 working days  100% of HEDD enquiries were responded to within 5 working days

We monitor our process times on a sample weeks*

We will process all transcript and confirmation of award requests within 10-15 working days 88% of all transcript and confirmation of award requests were processed to within 10-15 working days We monitor our process times on sample weeks*
In-person card payment receipts will be issued within 24 hours 100% of In-person card payment receipts were issued within 24 hours   We monitor our process times on sample weeks*
We will publish all results by our advertised date  Not monitored until the end of the year We monitor My Goldsmiths access for this service. This can only be provided yearly

* Sample week: 24 February – 1 March

Student Engagement

February 2020

Customer Service StandardPerformance for February 2020Measuring our performance
Our websites and online services will be available 24/7 100% of the time (except in periods of advertised maintenance) Our websites and online services were available 100% of the time We monitor gold.ac.uk/studentsurveys
We will acknowledge and respond to all written enquiries and feedback to engagement@gold.ac.uk and surveys@gold.ac.uk within 3 working days 100% of email enquiries were responded to within 3 days Usual working days are Monday – Friday, 9am - 5pm. We monitor sample weeks*
Our student newsletter will be sent to all students on a regular term-time schedule (every other Sunday) We sent our student newsletter every 2nd Sunday 100% of the time We monitor delivery times

We will not contact any one student more frequently than once per week about participating in our research, nor more than three times in total with the same invitation

We met this standard 100% of the time We monitor invitation logs
We will ensure our engagement campaigns are accessible All our Live campaigns were 100% accessible We monitor our range of campaign touchpoints for this standard

* Sample week: 24 February – 1 March 2020

Student Recruitment

February 2020

Course Enquiries

Customer Service StandardPerformance for February 2020Measuring our performance
We will maintain our advertised opening and contactable hours 100% of the time in our offices We were open 95% of our advertised opening hours We monitor our main Course Enquiries and Admissions phone number
Our websites and online services will be available 24/7 100% of the time (except in periods of advertised maintenance) Our websites and online services were available 100% of the time We monitor gold.ac.uk/ug, /pg pages and /study
We will acknowledge and respond to all written enquiries and feedback to course-info@gold.ac.uk within 3 working days 100% of email enquiries were responded to within 3 days Usual working days are Monday – Friday (9am - 5pm). We monitor sample weeks*

80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues

80% of telephone enquiries were resolved at the first point of contact We monitor our main Course Enquiries and Admissions phone number. We monitor sample weeks*
We will answer 80% of live chats during advertised opening hours We answered 100% of live chats during our advertised opening hours We monitor our live chats on study pages on the website
Wait times on the chatbot service will be under 1 minute during our advertised opening hours and human responses will be under 2 minutes Wait times on our chatbot service were under 1 minute 100% of the time We monitor our live chats on study pages on the website
Prospectuses will be mailed out within 5 working days of receiving your request We mailed out prospectuses within 5 working days 100% of the time We monitor prospectus requests made via our website

Admissions

Customer Service StandardPerformance for February 2020Measuring our performance
We will maintain our advertised opening and contactable hours 100% of the time in our offices We were open 95% of our advertised opening hours We monitor our main Course Enquiries and Admissions phone number
Our websites and online services will be available 24/7 100% of the time (except in periods of advertised maintenance) Our websites and online services were available 100% of the time We monitor gold.ac.uk/ug, /pg pages and /study
We will acknowledge and respond to all written enquiries and feedback to course-info@gold.ac.uk within 3 working days 88% of email enquiries were responded to within 3 days Usual working days are Monday – Friday (9am - 5pm). We monitor sample weeks*
80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues 87% of telephone enquiries were resolved at the first point of contact We monitor our main Course Enquiries and Admissions phone number. We monitor sample weeks*

* Sample week: 24 February – 1 March 2020

Student Support: Accommodation Services

February 2020

Customer Service StandardPerformance for February 2020Measuring our performance
We will maintain our advertised opening and contactable hours 100% of the time at our helpdesks and our offices 100% We monitor the Loring Management Centre for the advertised opening times
Our websites and online services will be available 24/7 100% of the time (except in periods of advertised maintenance) 100% We monitor gold.ac.uk/accommodation and gold.ac.uk/students/accommodation
We will acknowledge and respond to all written enquiries and feedback to accommodation@gold.ac.uk within 3 working days To be confirmed Usual working days are Monday – Friday, 8.30am - 5.30pm. We monitor sample weeks*

80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues

99% - Accommodation Services

87% - Campus Support Officers
We monitor service point at the Loring Management Centre. We monitor sample weeks*
Providing you have an unconditional offer, applied between accommodation application window, we will either offer a place in accommodation or communicate directly with you regarding your application N/A The application window is defined each academic year as detailed on gold.ac.uk/accommodation. This can only be provided yearly

* Sample week: 24 February – 1 March 2020

Student Support: Disability, Counselling and Wellbeing Services

February 2020

Customer Service StandardPerformance for February 2020Measuring our performance
We will maintain our advertised opening and contactable hours 100% of the time at our helpdesks and our offices 100% We monitor the Student Centre and RHB123 for Wellbeing and Disability Drop-ins for the advertised opening times
Our websites and online services will be available 24/7 100% of the time (except in periods of advertised maintenance) 100% We monitor gold.ac.uk/students
We will acknowledge and respond to all written enquiries and feedback to disability@gold.ac.uk, wellbeing@gold.ac.uk and counselling@gold.ac.uk within 3 working days

disability@gold.ac.uk – 92%

wellbeing@gold.ac.uk – 100%

counselling@gold.ac.uk - to be confirmed
Usual working days are Monday – Friday, 9am – 5pm. We monitor sample weeks*
80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues 88% (Student Centre is the entry point) We monitor service point at the Student Centre. We monitor sample weeks*
We will aim to either see 100% of students at the wellbeing and disability drop-in or offer an alternative appointment 100% We monitor this at the drop-ins in RHB123 during the advertised times. We monitor sample weeks*
We will aim to offer a counselling assessment appointment within 2 weeks of application 100% We monitor this based on applications for counselling submitted and date assessment appointment booked. We monitor sample weeks*

* Sample week: 24 February – 1 March 2020

Student Support: Student Centre

February 2020

Customer Service StandardPerformance for February 2020Measuring our performance
We will maintain our advertised opening and contactable hours 100% of the time at our helpdesks and our offices 100% We monitor the Student Centre for the advertised opening times
Our websites and online services will be available 24/7 100% of the time (except in periods of advertised maintenance) 100% We monitor gold.ac.uk/students
We will acknowledge and respond to all written enquiries and feedback to studentcentre@gold.ac.uk within 3 working days 75% Usual working days are Monday – Friday, 9am-5pm. We monitor sample weeks*

80% of face to face enquiries will be resolved at first point of contact and the remainder referred to appropriate colleagues

88% We monitor service point at the Student Centre. We monitor sample weeks*
Respond to letter requests within 5 working days of request 100% We monitor this based on date of request and date of notification of collection
Assess hardship applications within 18 working days of submission 100% We monitor this based on date of application and date of assessment as detailed in your assessment calculation

* Sample week: 24 February – 1 March 2020

These standards were produced in consultation with our students in 2018/19, and monitor the quality, timeliness and accessibility of our services.

We will report back on our performance on these pages at the end of each academic year.